E-Learning Service Delivery Quality: A Determinant of User Satisfaction

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Author(s): Ahmed Younis Alsabawy (University of Southern Queensland, Australia & University of Mosul, Iraq), Aileen Cater-Steel (University of Southern Queensland, Australia)and Jeffrey Soar (University of Southern Queensland, Australia)
Copyright: 2013
Pages: 39
Source title: Learning Management Systems and Instructional Design: Best Practices in Online Education
Source Author(s)/Editor(s): Yefim Kats (Chestnut Hill College, USA)
DOI: 10.4018/978-1-4666-3930-0.ch006

Keywords: Education / Educational Technologies / Information Science Reference / Instructional Design

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Abstract

E-learning systems have received considerable attention from researchers, educational institutions, and organisations for their anticipated benefits. The objective of e-learning systems is to provide students with educational services via electronic channels. User dissatisfaction is considered the main issue facing universities in regards to e-learning systems. Service Delivery Quality (SDQ) can be deemed an essential concern for management and customers. This research investigates the role of SDQ on user satisfaction on two levels: the effect of SDQ on user satisfaction, and the effect of each sub-dimension of SDQ on user satisfaction. This paper reports on a study which surveyed 720 external students at an Australian university. The findings highlight the critical role of SDQ on user satisfaction. Based on the results of structural equation modeling and content analysis, a set of recommendations was formulated. The aim was to help improve service delivery quality, user satisfaction, and greater overall success of e-learning systems.

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